"The way that the staff worked ..."

About: St Thomas' Hospital (London)

(as the patient),

What I liked

The way that the staff worked well together under difficult circmstances and kept us informed of the situation. I attended for diabetic eye complications screening and was welcomed to the department by a friendly member of staff who informed me that, unfortunately, the computerised system used in the testing was down but they were working to get it running. The number of people waiting for testing gradually increased and whilst some were grumbling about the wait and inconvenience, the staff were unfailingly helpful and polite. They kept us informed of progress towards being able to test at frequent intervals and went beyond the call of duty by offering us cups of tea, finding additional chairs for the waiting area and even helping a very elderly and incapacitated patient to the lavatory. Even though it was eventually decided, after a brief period when the system was working, that all appointments for that morning would have to be rescheduled, I felt that everything had been done to handle the situation as well as possible.

What could be improved

Nothing from my experience.

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Responses

Response from St Thomas' Hospital

We are sorry that the system broke down. It is a real test for staff to continue to be polite and helpful, even in difficult circumstances and it's good to hear that they came through with flying colours on this occasion.

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